Service Delivery Lead

Operations Delivery Lead

Location: Farnborough (onsite 5 days per week)

 

Due to the nature of the work and the customers we support, the successful candidate must be eligible to meet UK Government and contractual personnel security requirements, including the applicable residency requirements for the role, and have the right to work in the United Kingdom. Some roles may also be subject to nationality requirements where these are necessary to meet UK Government or contractual security obligations.

 

The Operations Delivery Lead is a strategic leadership position within DXC's Aerospace and Defence Division. You will be responsible for end-to-end operational delivery, service excellence, and continuous improvement of critical defence and aerospace programmes. This is a pivotal role where you will work directly with MOD customers, internal stakeholders, and programme teams to ensure contractual commitments are met whilst driving operational transformation and service maturity.

 

Key Responsibilities

Service Delivery & Performance Management

• Accountable for end-to-end delivery of assigned programmes, ensuring 100% SLA adherence across availability, response times, and service quality metrics.

• Manage operational P&L, including revenue forecasting, cost control, and profitability against contracted deliverables.

• Oversee resource planning, allocation and demand forecasting to support successful project and programme delivery.

• Champion continuous improvement initiatives, identifying efficiency gains and implementing operational excellence standards.

 

Customer & Stakeholder Engagement

• Act as primary point of accountability for customer satisfaction, serving as trusted advisor to senior MOD and defence programme leadership.

• Manage escalations, ensuring rapid resolution whilst maintaining professional relationships.

• Develop and execute account growth strategies, identifying upsell and cross-sell opportunities within assigned contracts.

• Provide strategic and tactical recommendations to support customer security maturity and compliance objectives.

 

Governance, Risk & Compliance

• Ensure contractual compliance, regulatory adherence and fulfilment of all security and governance obligations.

• Maintain compliance with DXC Personnel Security policies, including Personnel Reliability Framework (PRF) and relevant ITAR/export control regulations.

• Lead incident management, providing accurate status reporting and ensuring root cause analysis is completed.

• Manage information security and data handling in accordance with MOD Classification Guides and Defence Security Policy.

 

Team Leadership & Development

• Lead and mentor operational and delivery teams, fostering a culture of accountability and continuous improvement.

• Support recruitment, onboarding and development of cleared personnel.

• Drive capability development and knowledge transfer across the delivery team.

 

What You’ll Bring

• Experience in service delivery, operations management or programme management, including experience at leadership level.

• Proven experience managing complex, multi-stakeholder defence, aerospace or government contracts.

• Strong background in SLA management, operational metrics tracking and KPI-driven delivery.

• Demonstrated experience managing significant P&L responsibility and financial performance.

• Track record of delivering operational excellence and driving continuous improvement in service environments.

• Strong understanding of MOD procurement, contracting and compliance frameworks.

• Knowledge of IT service management frameworks (ITIL, ITSM) and best practices.

• Experience with enterprise IT infrastructure, cloud services or application support environments.

• Proficiency with project and programme management tools and methodologies.

• Strong understanding of information security, data classification and personnel vetting principles.

• Excellent leadership and people management capabilities.

• Exceptional communication and stakeholder management skills - able to communicate complex technical and operational issues to diverse audiences.

• Strong problem-solving and analytical abilities with attention to detail.

• Ability to operate independently and lead in a matrixed environment.

• Commitment to integrity, transparency and security-conscious behaviours.

• Ability to thrive in a fast-paced, dynamic defence and aerospace environment.